two items that needed to be done from the agreement of last Friday$-$the molding and the speedometer. In addition, I mentioned the security system problem and suggested that "somebody must have forgotten to hook something back up while looking for the wire problem." On Monday I received a call from someone in the service department $($I think his name was John$),$ who said that the problem in the security system was in two placesthe hatchback lock and "some wires in the driver's door." The lock would cost me $$76,$ and the cost of the rest was unknown. The verbal estimate was for a total of $$110.$ I asked him why he did not consider this problem a derivative of the other problems. He said that the body shop and the mechanic who worked on the wire problem said they could see no way that they could have caused this to happen.

I told the fellow on the phone to forget fixing the security system because I was not going to pay for it$.$ At this point I just wanted the car back home, thinking I could address the problem later with someone such as yourself. I told him to have the speedometer fixed and again asked about charges for it$.$ I was assured there would be none.

September $13$

The service department called to say I could pick up the car anytime before $8$ P$.$M$.$ He also said that the molding had to be ordered because it was not in stock. The need for the part was known on September $8,$ and

driver's seat, I noticed there was no r was lying in the passenger's seat, broken off from its mounting. I was too shocked to even get mad. I got out of the car and asked how something like this could happen without anyone noticing. Jim Boyd said someone probably did not want to own up to it$.$ He requisitioned a part and repaired the mirror mounting.

Mr$.$ Jackson, I realize this is a long letter, but I have been so frustrated and upset over the past three weeks that I had to be sure that you understood the basis for that frustration. I am hoping you can look into this matter and let me know what you think.

Sincerely,

Sam Monahan

$555$ South Main, Turnerville

Questions

Answer the following questions from the perspective of TQM$.$

Categorize the quality problems in this case.

What are the probable causes of so many mishaps?

What specific actions should Jackson take immediately? What should some of his longer$-$term goals be$?$

Source: Lee J$,$ Krajewski and Larry P$.$ Ritzman, Operations Management, $5$th ed$.($Boston: Addison Wesley Longman, $1999),241-242,$ O Addison Wesley Longman. Reprinted by permission of Addison Wesley Longman.